Client Partner

Client Partner

Pathstream |NYC Hybrid

WHAT WE DO

Pathstream was founded on the premise that substantial unrealized economic and human potential exists within each organization's frontline workforce. We are reshaping the way employees and managers on the frontlines excel in their careers. In this age of rapid tech evolution, our enterprise partnerships transform frontline teams from transactional to relational, and from task-oriented to strategic.

We impact companies' bottom lines with improved productivity, increased retention, and differentiated quality of customer experience - while employees experience greater success in their current roles and unlock future professional growth.

THE ROLE

Pathstream is looking for a Client Partner to own and grow one of our enterprise B2B portfolios consisting of enterprise clients clustered into a single industry or set of industries or functions. This is a high-visibility, matrixed senior-level role that sits at the intersection of consultative selling, strategy, relationship management, analytics, and execution. As a Client Partner, you will be expected to drive revenue growth and product adoption for your portfolio. Reporting to our CRO, you'll own  your portfolio of clients , the program outcomes we deliver, the verdict on whether our offerings are genuinely delivering impact, and the overall health and growth of the portfolio. 

On a day-to-day basis, you'll direct the portfolio group’s members from customer success, marketing, and operations to drive execution, while working with your product, coaching, learning design, and engineering partners to address the portfolio’s evolving needs. You'll also serve as account lead for one client in your portfolio to stay close to the work and set the performance bar for your team. Lastly, you will manage one customer success leader who oversees day-to-day account management of the remaining clients in the portfolio.

WHAT YOU'LL DO

Portfolio Ownership & Growth

• Own your portfolio & the metrics - what the clients are buying, which of their business metrics we move, what a winning engagement looks like - and refresh it quarterly
• Drive renewals across the portfolio and expansion within each client's division: more users, more geographies, adjacent lines of business under the same executive sponsor
• Move clients through proof-of-concept scholarship, paid pilot, and division rollout on a defined timeline; never let an account stall in a stage without a decision
• Serve as account lead for one client in your portfolio, held to the same standard as every other account and reported alongside them
• Establish and maintain your internal partners’ baseline understanding of the key issues and pressures impacting your industry or set of portfolio companies; stay abreast of public company business & financial performance pertaining to your portfolio of clients; and anticipate trends that could impact their business and how we might help them

Program Performance & Offering Effectiveness

• Directly guide your matrixed  partners from customer success, marketing, and operations - diagnosing what's driving or inhibiting activations, enrollments, completions, and coaching engagement, and directing team focus accordingly
• Track client program performance closely: understand the data, including client performance and attrition data where accessible, to calculate ROI and ensure the team is intervening effectively when metrics need attention
• Evaluate and give substantive feedback on user-facing marketing - bringing strong instincts on what drives quality activations, completions, and sustained coaching engagement; hold the bar on campaign strategy, not just execution
• Deliver a quarterly verdict per client on whether coaching, curriculum, and user experience are combining to deliver their business objectives and ROI goals - and when they aren't, make the case for what must change so it’s added to the roadmap

Portfolio Leadership

• Set the portfolio's operating cadence and agenda, and decide when and how coaching and learning design should participate
• Set and uphold the portfolio’s quality bar for client-facing narratives shared at each step of the client journey in all formats (e.g. slide decks, emails, etc)
• Manage and develop your customer success lead; set the portfolio’s priorities for your matrixed partners across sales, marketing, coaching, learning design, operations, and data
• Make the case for the resources your portfolio’s needs, and translate what's working - and what isn't - into more efficient, scalable operational processes

ABOUT YOU

• 7+ years in strategic partnerships, customer success, program management, general management, or consulting - ideally owning a portfolio of large enterprise clients
• A track record of owning a number, not just a workstream, and achieving and exceeding renewal, expansion, and revenue targets
• Strong analytical skills: you're comfortable pulling and interpreting data and clearly communicating findings and compelling narratives to diverse client stakeholders
• Exceptional written communication - you can write a crisp executive summary, a thoughtful client email, or substantive feedback on a marketing campaign
• Proven ability to drive alignment across multiple internal teams without direct authority
• Proven track record of developing & maintaining strong relationships both internally with colleagues and externally with clients
• Strategic thinker who can zoom out to set direction and zoom in to unblock execution
• A high performer with early-stage experience, comfortable with ambiguity, very curious, no ego, highly motivated, and for whom working hard is second nature
• Ability to work from our NYC office a minimum of 2-3 days per week; this role requires a hybrid schedule with regular in-person presence
• Financial services, insurance, or contact center experience a plus; prior strategy consulting experience a plus

WHAT WE OFFER

• Transparent and social culture, challenging work, fast learning cycles, practical training, and meaningful feedback
• Strong sense of ownership and strategic work that impacts our product, users, colleagues, business, and world
• Competitive salary commensurate with experience and geographic location:
  • Zone 1 (NYC):  $200K-235K base salary + bonus
• Comprehensive benefits package
  • 100% employer-paid medical, dental, and vision insurance coverage for you and 50% for your partner/spouse and dependents
  • Flexible spending account (health)
  • Employee Assistance Program (mental health, financial health, legal support, and more)
  • Free access to wellbeing apps like Ginger and Headspace 
  • Flexible paid time off and 13 paid holidays
  • Generous paid parental leave 
  • Short and long-term disability insurance (100% company paid)
  • Annual professional development budget
  • Company-provided laptop
  • Remote-first culture
  • Life insurance (100% company paid)
    • Optional supplemental life insurance
  • 401(k)
  • Discounted pet insurance

COMMITMENT TO DIVERSITY AND INCLUSION

Our company values diversity and believes diverse teams make innovation possible. We work on complex, difficult problems with no linear or clear solutions. We need a diverse team that can bring different perspectives and approaches, and whose experiences reflect the full set of stakeholders we seek to serve. As such, Pathstream is an equal opportunity employer. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.

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